As its name suggests, digital transformation is in a state of flux. Business leaders are increasingly acknowledging the importance of implementing a strategy for making digital tools and ideas the core of business operations, but that doesn't mean transformation is happening everywhere you turn.
https://www.inc.com/jeff-pruitt/3-things-to-know-when-setting-digital-transformation-kpis.html/
In a corporate environment, it's easy to get too focused on performance measurement. While individuals within departments concentrate on achieving their personal and departmental key performance indicators (KPIs) by necessity, these, in isolation, must be aligned with other departments and their goals within the organisation.
Occasionally, one department can succeed at the other's expense. Streamlining channels, optimising processes that link back- and front-offices, and monitoring of productivity ensure that competitive behaviour is harnessed in a productive manner, suggests Wynand Smit, CEO of INOVO: "Aligned company-wide goals require a strategy that unifies objectives and provides an environment that works for everyone, one that can be scaled to mirror company growth."
https://www.itweb.co.za/content/KWEBb7yakkA7mRjO/
For some time now there has been much hype and hopeful news that Net Promoter Score (NPS) was perhaps after all the Holy Grail of customer satisfaction measurement: one single question with a link to business KPIs. Yet over time the number of sceptics has grown, and they have become more vocal. As professionals that have worked with clients using NPS and other customer satisfaction metrics, we would prefer to take a more balanced view of NPS. We also decided to discuss this view with our associates in the United States and AsiaPac region so we could get a global perspective and draw up the advantages and disadvantages of NPS, with special consideration given to NPS as a predictor of future customer loyalty.
http://www.customerchampions.co.uk/net-promoter-score-nps-a-balanced-view/
Digital transformation remains an obstacle course. At Connected Enterprise ’17, the BT-150 executive panel shared how they faced these obstacles, moving beyond noisy KPIs and stifling performance reviews.
https://diginomica.com/2017/12/15/overcoming-noisy-kpis-and-other-obstacles-to-digital-transformation-practitioners-speak-out/
So it turns out that the voice of your customer is pretty darn important. Gartner found that 95 percent of companies regularly listen to their customer’s feedback, and yet rather worryingly, Gartner’s research also concluded that only 29 percent of firms with VOC programs in place incorporate VOC data into their decision-making processes, while nearly three-quarters of brands don’t consider their VOC programs to be very effective at driving actions. In other words, the benefits of VOC data collection are clear and well received — but brands are struggling to make their VOC programs impactful.
https://www.cmswire.com/customer-experience/the-step-by-step-guide-to-a-successful-voice-of-the-customer-program/
The digital age has brought with it a horde of data. And coming from various sources and in large quantities, the availability of this data has created many new and insightful opportunities for digital marketers. Modern digital marketers are using data in a myriad of ways, such as gauging success (with Key Performance Indicators, or KPIs), driving improvement (e.g. campaign effectiveness or website usability) and boosting lead generation. However, this heavy reliance on intelligent marketing data necessitates an analysis solution, which comes in the form of dashboarding software.
https://mopinion.com/kpi-dashboarding-software-digital-marketing-managers/
